Executive - Customer Service_JP [HiRi_JP]

StarTek Inc.; Petaling Jaya; On-site; MYR 27,900 - 39,060; Full time

Job summary

A leading customer service provider in Malaysia is seeking a Call Centre Agent to manage inbound and outbound calls effectively. The ideal candidate must have strong communication and problem-solving skills, demonstrating a customer-first mindset. Responsibilities include answering queries, handling complaints, and ensuring customer satisfaction. Previous experience in customer service is preferred, but a willingness to learn in a fast-paced environment is crucial. Flexible working hours, including weekends and holidays, may be required.

Qualifications

• Excellent verbal and written communication skills are essential.
• Previous experience in customer service or call centres is preferred.
• Ability to remain calm under pressure and handle stress effectively.

Responsibilities

• Answer incoming calls and respond to customer queries promptly.
• Handle customer complaints and provide appropriate solutions.
• Document call information accurately for future reference.

Skills

Communication skills

Problem-solving abilities

Active listening

Ability to handle stress

Tools

CRM software

Job description

We are seeking a customer-focused Call Centre Agent to handle inbound and/or outbound calls professionally and efficiently. The ideal candidate will be responsible for assisting customer with inquiries, providing solutions to their concerns, and ensuring a positive customer experience. This role required excellent communication skills, problem-solving abilities, and a customer-first mindset.

Key Responsibilities

• Answer incoming calls and respond to customer queries in a timely and professional manner.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a thorough understanding of company products, services, and policies to provide accurate information.
• Process customer requests, orders, and transactions as required.
• Document all call information accurately in the system for future reference.
• Meet or exceed performance targets, including quality, productivity, and customer satisfaction.
• Collaborate with team members and supervisors to improve customer service processes.

Key Requirements

• Previous experience in customer service or a call centre environment is preferred but not mandatory.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to handle stressful situations and remain calm under pressure.
• Basic computer skills and proficiency in CRM software or call centre systems.
• Willingness to work in a fast-paced, high-volume environment.
• Flexibility to work in shifts, including weekends and holidays, if required.